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Customer Support Analyst

4 months ago

Austin, Texas, United States Iodine Software Full time

Customer Support Analyst
Iodine Software equips medical care teams with the most innovative tools to solve some of their toughest problems in clinical documentation. By leveraging new technologies like Natural Language Processing, Machine Learning, and Artificial Intelligence, our platform drives significant improvements in how hospitals document patient health conditions, in turn positively influencing team performance and patient outcomes.
Iodine thrives by delighting our users. Support is a cornerstone of our offering and enables us to cultivate a happy, productive user base. We are seeking a Customer Support Analyst to join our Client Experience team and help take Iodine to the next level by providing best-in-class service. This is a high visibility role, and your success will depend on building strong long-term relationships with our clients, proactively identifying issues and driving resolution, and fostering communication with users and stakeholders along the way.
What You'll Do

  • Hold a working knowledge of Iodine applications, technologies, and client base.
  • Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.
  • Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations.
  • Maintain detailed records of all internal and external customer interactions.
  • Improve current documentation, knowledge base articles, FAQ's and training materials for the internal support team.
  • Follow support processes and procedures and understanding of what resources are available for self-service.
  • Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.
  • Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
  • Identify trends to address with the client or internally to improve client experience and workflow.
  • Approach every client interaction with total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.
  • Identify and advocate for robust solutions to recurring issues that affect our customer base
  • Assist in quality assurance, deployment, and preparation for new releases.
  • Expand your skillset in technologies to create solutions for customers (Examples - PostgreSQL, Excel, IntelliJ, Iguana, Kibana, Browser Dev Tools, XML).
  • Cultivate processes and team culture for scale.
  • Other small-scale support related special projects during downtime.


Minimum Qualifications

  • Bachelor's degree
  • High technical aptitude OR existing skillset with applicable technologies ( Examples - PostgreSQL, Excel, IntelliJ, Iguana, Kibana, Browser Dev Tools, XML)
  • Familiarity with healthcare industry and clinical concepts
  • Experience using a Support ticketing system such as Salesforce or Zendesk Support
  • Ability to communicate concisely and clearly, both written and verbal
  • Client focus mindset - provide value beyond expectation and approach work with internal and external clients' interests top of mind
  • Apply logic, research, and data to inform decisions
  • Demonstrate empathy and patience for end users; takes a personal stake in our clients' success
  • A problem solver's mentality: wants to open up the machine to see how it works
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Proven track record of managing multiple, competing priorities while consistently exceeding goals
  • Team player DNA with a desire to solve for the interests of our clients and of our business
  • Positive, self-starter attitude with high level of personal ownership and accountability


See Something, Do Something
At Iodine, we are incredibly privileged to be entrusted with an enormous amount of Protected Health Information (PHI) amounting more than 90 million lives. Inherent to our culture is the need to live up to that trust in everything we do. Security is a primary responsibility shared by every Iodine employee and we expect everyone to honor that responsibility. That includes abiding by our security policies, being constantly vigilant to possible risks to the privacy and safety of the information given to our care and bringing forward any concerns about security.
What You'll Get:
This is a unique opportunity to join a close-knit, rapidly growing team and help us build and scale our services organization. You will be learning the latest technologies that are pushing the boundaries of our industry and impacting the way medical teams document patient health conditions. You will be a first point of client contact, directly influencing the way clients experience our product and our team. You will interface with all aspects of the business and have exposure to many learning opportunities - from implementation management to machine learning analysis to software development.
*You must be currently authorized to work full-time in the United States on a permanent basis.*